Research On Influence Effect Of Express Service Recovery On Subsequent Customer Behavior Intentions

In recent years, driven by e-commerce, Express Delivery as a new industry began to enter the stage of rapid development and started playing an important role in China’s economic development. However, its rapid growth also made issues resulting from express delivery service failures more prominent, such as the non-standardization of express delivery services, slow collection and delivery speed, and non-standardized testing. Most private express delivery enterprises neglect the recovery of the service failures because they are overly focused on the pursuit of short-item gain, which results in the decreasing quality of express delivery services, loss of customers,more negative evaluations, and so on. In the long run, this negligence damages the healthy and sustainable development of express delivery companies.Based on the above considerations, a large amount of relevant literature was consulted and summarized, and the method of empirical research was adopted to analyze the relationship between express delivery service recovery and subsequent customer behavior intention from the perspective of customer relationship.This research samples data coming from those who have had experience using the express delivery service in Guangxi Province.Research methods used include descriptive statistical analysis, reliability and validity analysis, Correlation analysis, Regression analysis, mediating effect analysis, adjustment effects analysis, and so on. The goal of this paper/research is to improve the service recovery theory in the field of express delivery industry, as well as to put forth some constructive comments for express delivery companies to improve customer repurchase intention and company reputation. Through the research outlined above, the paper reaches the following conclusions:1.The four dimensions of express delivery service recovery include financial compensation, response speed, apology, and the initiative to recover. These dimensions would have a significant positive impact on subsequent customer behavior intention, of which the effect of financial compensation on subsequent behavioral intention is larger than any other;2.Perceived justice plays a significant intermediary role in the express delivery service recovery’s effect on subsequent customer behavioral intentions. More specifically,financial compensation would have a significant positive impact on consequence justice, apology and response speed would have a significant positive impact on interactive justice, and the initiative to recover would have a significant positive impact on procedural justice;3.Customer relationship plays a regulatory role in the effect of service delivery recovery on perceived justice, in which customer relationship could enhance financial compensation’s positive effect on distributive justice, and enhance the initiative to recover’s positive effect on procedural justice.